Qurater provides big data approaches for customer care, including discovering customer service issues from social media and web conversations, a customer service console for service representatives, and insights businesses can act on. It analyzes over 2 million social conversations to identify issues, finding that Airtel has twice as many service-related complaints as Vodafone and over 30% of complaints are about 3G. Qurater uses techniques like natural language processing, industry-specific filters, and conversation analytics to mine feedback and classify conversations.
4. #1. Discovery of Customer Service Issues from
Social/Web conversations
Any web site specific to
the industry
100+ INDIA specific
sites mapped
5. #2. Customer Service Console
Service rep management console Management Dashboard
techniques, technologies & business
rules to engage & respond to
customers in real time
9. Data Mining
Industry
specific filters
NLP
Service
framework
HOTSPOT
detection
Conversation
Analytics
feedback, queries, complaints mined from
social platforms and any web site
classify conversations based
on filters specific to each
industry
natural language processing to
discover context, insights from
conversations
techniques, technologies & business rules to
engage & respond to customers in real time
derive brand insights
accurately and
instantly by filtering
through the noise
real time discovery of
customer service
issues or sales
demand before they
become
un-manageable
Approach & Capability
10. Uniqueness
Source Agnostic Data Discovery,
Mining & Structure Extraction
Cloud scale – Massive Volumes Of
Data
State of the art NLP / Machine
Learning to derive industry specific
dimensions
Customizable analytics with industry
leading visualization techniques
Technologies for increased efficiency and responsiveness